Customer Service Representative

Description:

The Customer Service Representative (CSR) serves as the primary point of contact for customers, supporting order management, inside sales activities, reporting, and account coordination. This role is responsible for delivering a high level of customer support while managing daily operational activities, maintaining strong customer relationships, and supporting business growth initiatives.

Primary Responsibilities:

• Acts as the primary contact for assigned customer accounts
• Manages customer inquiries related to orders, pricing, lead times, shipments, and product availability
• Builds and maintains strong relationships with customers and key accounts
• Participates in regular customer meetings to review operational performance, forecasts, backlog, and service concerns
• Supports escalation management and drives timely issue resolution
• Provides proactive communication regarding delays, supply constraints, and recovery plans
• Processes sales orders, changes requests, and returns accurately within ERP systems
• Reviews order requirements for pricing, inventory availability, and lead times
• Coordinates with planning, production, shipping, and procurement teams to support customer commitments
• Monitors open orders and backlog to ensure on-time delivery performance
• Supports month-end shipment activities and backlog reviews
• Prepares quotations, pricing updates, and sales-related documentation
• Supports sales teams with follow-ups and account coordination
• Assists with contract reviews, pricing agreements, and customer programs
• Maintains customer records and sales activity within CRM systems
• Analyzes backlog, service levels, shipment performance, and customer trends
• Supports KPI tracking and reporting activities
• Provides data and operational updates during internal and customer meetings
• Collaborate with cross-functional departments to resolve operational issues
• Supports process improvement initiatives and continuous improvement activities
• Maintains accurate customer documentation and records
• Completes assigned training and development programs
• Supports additional business needs as required

Requirements:

Knowledge, Skills, and Abilities Required

• Strong knowledge of customer service, account management, order processing, and inside sales support.
• Experience with ERP and CRM systems, order management, pricing, inventory review, and reporting.
• Strong understanding of lead times, backlog management, shipments, and supply chain coordination.
• Excellent customer communication, relationship management, and problem-solving skills.
• Ability to manage multiple priorities, deadlines, and high-volume customer interactions in a fast-paced environment.
• Strong analytical and organizational skills with attention to detail and accuracy.
• Ability to collaborate effectively with Sales, Planning, Production, Shipping, Procurement, and Finance teams.
• Proficiency in Microsoft Office Suite, particularly Excel, Outlook, and reporting tools.

Minimum Qualifications

• Associate or bachelor's degree in business administration, Supply Chain, Sales, or related field preferred (or equivalent work experience).
• 2–5+ years of experience in customer service, sales administration, inside sales, account management, or order management.
• Experience working in a manufacturing, distribution, or B2B environment preferred.
• Experience using ERP/CRM systems and customer order management processes preferred.

Work Environment

• On-site at the manufacturing facility.
• Fast-paced, deadline-driven environment.